CPQ Implementation

Meta description: Implementing a CPQ system may seem like a long and complex task, but with the right tools and knowledge, it doesn’t have to be. Find out how to do it here. The Ultimate Guide to CPQ Implementation

CPQ can boost your conversion rate by a staggering 40%. It’s a transformative technology designed to simplify and automate the sales-to-manufacturing journey.

With CPQ, the promise of reduced errors, increased revenue, and highly efficient processes becomes a tangible reality.

However, reaping these benefits demands more than just adopting the technology and hoping for the best. You need a systematic and strategic approach to avoid costly mistakes.

In this article, we’ll dive deep into the complexities of CPQ implementation.

You'll learn the critical questions to consider, how to navigate common implementation missteps, and which CPQ solution suits your requirements.

Phase 1 - Pre-Implementation of the CPQ Project

Phase 1 of CPQ implementation, the pre-implementation stage, sets the scene for the entire project.

This phase involves assembling a dedicated team, aligning the project with organizational goals, and preparing a detailed strategy.

It's about understanding the project's scope, setting clear objectives, and ensuring that all necessary resources and support systems are in place before diving into the technical aspects of the CPQ system.

Stage 0: Three Questions to Ask Before Embarking on a CPQ Transformation

Launching a new technology in your business is an exciting but unnerving time.

While a well-thought-out implementation can become a lucrative investment, a poorly designed roadmap will be costly.

Here are three preliminary questions to ask before launching your CPQ project to foolproof your implementation process:

Where Are You Now?

Before tackling your CPQ implementation, develop a comprehensive view of your organization.

This multidimensional assessment should consider your workforce, digital maturity, development stage, current tools, and available resources.

For CPQ, this includes a critical analysis of your current pricing systems and their integration with your sales framework.

What are Your Goals?

Collect and analyze data to identify the problem areas holding you back. Dig into every source, from customer feedback to sales data.

Customer-facing employees have incredible insights into the flaws and merits of your current sales model. Consult your top performers–they’ll often have strong opinions and abundant experience.

Once you have identified the problem areas, you can start to develop strategic goals with specific objectives—this is key to the success of a digital transformation.

Remember, CPQ integration is an opportunity to streamline your entire business operation by breaking down silos and aligning technologies. Focus too narrowly on sales, and you’ll miss out on all the downstream benefits we explore later in this guide.

How Can You Achieve Your Goals?

How you tackle implementation is critical. Consider your strategy: do you want to take an agile approach that completes small project parts in sprints or a traditional ‘waterfall’ approach?

Regardless, prioritize end-to-end functionality throughout. Aim to deliver CPQ that functions at each step: create a bicycle, then a motorcycle, and once you’re confident using the software, a fully functional car.

Stage 1: Building a Diverse and Capable Implementation Team

Successful implementation of any complex project, such as a CPQ system, hinges on the composition and capabilities of the implementation team.

In larger enterprises, this team should be a melting pot of diverse skills, experiences, and perspectives, covering all the core business functions impacted by the project.

In smaller companies, a one-person team can still be effective by focusing on solid communication and collaboration with internal stakeholders across business functions.

Regardless of the implementation team’s size, a supportive, experienced CPQ partner ensures the project stays on track and best practices are followed.

Building Your Implementation Team

Larger enterprises should gather a team of key personnel to be involved in the implementation team. These people will vary from business to business but will likely include some or all of the following:

1. Sales Experts: Their deep understanding of customer needs and the sales cycle is invaluable in tailoring the CPQ system to meet those demands.
2. Customer Support Leads: These team members bring insights from handling customer complaints and resolutions, ensuring the CPQ system addresses common customer issues effectively.
3. Manufacturing Leads: Their in-depth knowledge of products, tooling, and timelines is essential for aligning the CPQ system with manufacturing capabilities and constraints.
4. Implementation Specialists: These individuals are responsible for the actual rollout of the CPQ system across the organization, ensuring seamless integration into existing workflows.

Principles for Team Assembly

Never neglect the ‘soft’ elements of technological implementation. Successful CPQ implementation hinges on a deeply motivated team aligned with a shared vision for success. The primary components include:

• Motivation and Purpose: Team members must be personally invested in the project's success and ready to tackle challenges with determination.
• Cohesion and Integration: A unified vision, mutual respect, and accountability are crucial for effective teamwork.
• Diverse Knowledge and Skills: A blend of technical expertise and soft skills like time management, communication, and leadership is essential for problem-solving and morale.
• Organizational Alignment: The team needs to understand its role within the larger company context and align with broader corporate strategies, securing support from senior management.

Stage 2: Identifying Business Objectives and Crafting a Comprehensive Project Brief

The second step to a successful implementation lies in identifying the primary business objectives driving the need for a CPQ system.

Understanding business objectives will help align the project's direction and ensure it delivers tangible benefits.

Determining Leading Business Drivers

The reasons for implementing a CPQ system can vary significantly from one organization to another. It may include:

• Streamlining the configuration process for sales teams.
• Shortening the sales cycle to accelerate revenue.
• Expanding deal sizes through better quoting.
• Enhancing customer retention and satisfaction.
• Improving overall customer experience.
• Addressing specific operational inefficiencies.

Each organization should focus on outcomes rather than mere features. The goal is to achieve the desired results as smoothly as possible, prioritizing cost-effectiveness and efficiency.

Creating a Comprehensive Project Brief

The project brief is a foundational document laying out a structured CPQ implementation approach.

It serves as a contract of sorts between the implementation team and senior management, as well as a roadmap for the project. A well-crafted project brief typically includes:

1. Objectives: A clear articulation of what the CPQ implementation aims to achieve.
2. Scope: Defining what the CPQ system will and will not address.
3. Deliverables: Specific outputs or milestones the project is expected to deliver.
4. Business Benefits: The anticipated advantages and improvements the CPQ system will bring to the business.
5. Assumptions and Constraints: Any preconditions or limitations that could impact the project.
6. Risks: Potential challenges or obstacles and strategies for mitigating them.
7. Affected Business Areas: Departments or functions impacted by the CPQ system.
8. Major Dependencies: Other projects or factors the CPQ implementation depends on.
9. Stakeholders and Resources: Individuals, groups, and resources involved in the project.
10. Timeline and Cost Estimates: An overview of the project timeline and budget considerations.

This project brief should be a living document, adaptable to changes and new insights as the project progresses.

Stage 3: Crafting a Business Case for CPQ and Securing Buy-In

You're 100% sold on the idea of CPQ—that's great—but your employees must also see value in the project for smooth implementation.

Together, you should identify the gaps and friction points that CPQ will solve, educate team members on timelines, and discuss how CPQ will affect specific roles and statuses within the organization.

Getting employees invested early in CPQ and the subsequent transformation creates a shared vision, turning passive users into CPQ ambassadors.

Engaging Your Team Effectively

Start by engaging with your team members. It's not just about telling them what CPQ is–it’s about showing them how it will improve their work lives.

Identify the pain points in their current processes and demonstrate how CPQ addresses these. Discuss the changes in workflow, timelines, and how their roles might evolve.

The goal is to turn your team into advocates for CPQ, aligning them with a shared vision of the project’s benefits.

Securing Leadership Buy-In

When it comes to leadership, it's all about the bottom line. Executives and department heads need to see CPQ not as a cost but as an investment with clear returns.

Make it crystal clear what the success markers are, what resources are needed, and the time frame for achieving these goals.

Encourage a mindset shift from seeing CPQ as an expense to viewing it as a strategic investment that will pay dividends in efficiency, customer satisfaction, and, ultimately, profitability.

By balancing the technical aspects with a straightforward narrative on the benefits, your business case for CPQ will be more likely to secure buy-in. This is central to a successful implementation.

Stage 4: Preparing for Cultural Change

CPQ implementation can be a technical challenge, but the most prominent barriers to success lie in company culture.

Why? Because people hate change—it can be hard to swallow, so avoid change for change's sake (if it ain't broke…).

In her fantastic 2012 article, Rosabeth Moss Kanter identifies ten reasons for such resistance. Understand these and you can better address people's concerns, ease tensions, and implement changes more smoothly.

1. We fear a loss of control.
2. We dislike excess uncertainty—"Better the devil you know…"
3. We hate surprises and resist ideas imposed on us too suddenly.
4. We're creatures of habit and reject things that seem different.
5. We fear losing face if closely associated with outdated strategies.
6. We have concerns about competence—can we adapt?
7. It feels like more work!
8. Change affects people further down the line who push back (the ripple effect.)
9. Change stirs up past resentments.
10. Jobs can be lost, prices can be cut, etc. Sometimes, the threat is real.

If this list seems like a lot to contend with, that's because it is. Despite significant investment and literature on the subject, most studies still show a 60-70% failure rate for organizational change projects.

But these challenges are manageable, and there are tactics you can use to promote widespread, rapid adoption and cultivate a positive mindset.

As we covered, getting buy-in early on is vital—consulting with employees, giving everyone a say, taking views on board, and being as transparent as possible.

Once execution is underway, it’s essential to maintain these lines of communication, providing timelines and milestones to foster momentum and positivity.

Phase 2 - Technical Execution of the CPQ Project and Post-Implementation

Phase 2, executing the CPQ project, marks the transition from planning to action.

This stage focuses on implementing the strategies and plans laid out in the pre-implementation phase.

It involves deploying the CPQ system, integrating it with existing business processes, and managing data. Necessary implementation steps include setting up the product catalog, establishing pricing rules, and ensuring system integration.

This phase is pivotal in bringing the CPQ vision to life, ensuring the system meets technical requirements and business objectives.

With the introduction of no-code CPQ solutions like Epicor CPQ, the technical side of implementation is vastly simplified. Think of it as a modular system with components you slide together rather than building from scratch.

Stage 1: Technical Execution

The initial stage of implementing a CPQ system lays the groundwork for the entire project.

This stage encompasses several interconnected processes that collectively shape the effectiveness and efficiency of your CPQ system.

Bear in mind technical execution is far more straightforward with a modern cloud-based CPQ solution, as you don’t have to worry about complex on-premises deployment.

Data Deep Dive

The journey begins with an extensive dive into your existing pool of company data. This pivotal step involves more than just gathering numbers and details.

The team must meticulously review, cleanse, and organize the data, which includes customer information, product details, historical sales data, and more.

Accuracy at this point is critical. The integrity of your CPQ system heavily relies on the quality of the data fed into it.

Crafting the Product Catalog

Following data management, the focus shifts to developing the product catalog. Each product, option, and attribute is detailed with specifications, images, and descriptions.

The catalog must be intuitive, reflecting how customers and sales teams view and interact with your product range.

This is not merely a listing exercise; it’s about structuring your offerings to set the stage for efficient configuration and quoting processes later. A user-friendly CPQ solution will help guide you through this otherwise complicated process.

Developing Configurator Logic

Next, the team embarks on setting up the configurator logic.

This involves a detailed analysis of how products relate to each other, setting rules for compatibility, and ensuring that the system can guide users through complex product configurations.

This step is akin to wiring the brain of the CPQ system, where every possible product combination and variation is carefully mapped out.

Epicor CPQ’s no-code rules engine makes this phase easy. With its visual interface, non-technical product experts can set up guided selling flows, advanced validation rules, pricing strategies, and recommendation engines without writing any code.

Pricing – A Balancing Act

Establishing a pricing strategy is another critical component. It’s not just about setting price points; it’s about developing a transparent, logical structure capable of handling dynamic pricing scenarios.

This is where the CPQ system begins to add real value by enabling flexible pricing that can adapt to various customer needs and market conditions.

System Integration – Bridging the Gaps

With the product catalog and pricing strategy in place, the focus shifts to integrating the CPQ system with existing business systems.

You’ll use APIs to connect the CPQ system to CRM, ERP, CAD, and other essential business tools.

Cloud-based CPQ systems like Epicor CPQ simplify the integration process, ensuring that data flows seamlessly across systems, breaking down silos, and enhancing operational efficiency.

Web Integration

Some CPQ solutions, like Epicor CPQ, offer HTML website integration. Here’s how to deploy a CPQ configurator to your website:

• Configure the HTML Embedding: Set up the configurator in the CPQ system and use the provided tool to generate an HTML code snippet for embedding.
• Embed the Code in Your Website: Insert the HTML code into the desired location on your website. This code links your site to the CPQ configurator.
• Customize and Test: Customize the appearance and settings of the configurator as needed. Test the embedded configurator thoroughly to ensure it functions correctly and offers a smooth user experience.
• Launch and Monitor: Once testing is complete, launch the configurator on your website. Continuously monitor its performance and user engagement, making adjustments as necessary.

Output Customization

The final piece of the technical implementation stage involves customizing the outputs of the CPQ system—the quote documents, proposals, and, if applicable, 3D renderings, CAD drawings, and manufacturing files.

This step ensures that the final outputs function well, align with the company’s branding, and meet customer expectations.

Testing and Refinement

With all these elements in place, the system undergoes extensive testing. This is a critical phase where the system is put through its paces, bugs are identified and fixed, and improvements are made.

It’s a refinement phase, ensuring that when the system is finally rolled out, it operates smoothly and meets the users' needs.

Stage 2: Process Optimization For Long-Term Success

Thinking that the challenges of CPQ implementation lie solely in software and applications would be a mistake.

As is often the case when organizations undertake major shifts, some of the most significant obstacles originate from company culture. Employees may resist altering long-established ways of operating. Leadership groups may not fully welcome the concept of comprehensive transformation across all levels.

Even if securing initial buy-in feels easy, you’ve got to find a way to lock it in for the long term.

Training, Support, and Optimization

Once the CPQ system is up and running, the focus shifts to one of the most critical phases: ensuring the system's successful adoption and continuous improvement.

The real challenge, and indeed the opportunity, lies not just in the technological aspects but in nurturing a culture that embraces this change.

Luckily, no-code CPQ is intuitive and easy to use, which makes it considerably easier to integrate into your company’s pre-existing processes.

Cultivating Adoption and Continuous Learning

• Comprehensive Training Programs: The trick to unlocking the CPQ system’s full potential is empowering your workforce with the knowledge and skills to use it effectively. Role-specific training programs, broken down into manageable, digestible modules, are essential. These training sessions must be more than just informational—they should be practical, interactive, and continuously updated to reflect system changes and user feedback.
• Ongoing Support Structures: Post-implementation support is crucial. Establishing a dedicated helpdesk, creating detailed user guides, and setting up a system of regular check-ins can provide the ongoing support employees need. This support structure is pivotal in alleviating anxieties and overcoming resistance to the new system. An established CPQ partner will provide continued training, coaching, and regular system updates and improvements to ensure the solution remains optimized and aligned with your organization's evolving processes and priorities.

Leadership Engagement and Culture Shift

• Regular Executive Involvement: Implementing a successful CPQ process requires more than initial buy-in. Regular meetings and updates with the leadership team are crucial. These interactions serve as a platform to report on progress, discuss challenges, and reinforce the strategic importance of the CPQ system.
• Promoting a Holistic Change Mindset: The most formidable obstacle is shifting the organizational culture to embrace the new CPQ system fully. This requires a sustained effort to communicate the benefits and strategic importance of the system as a part of the company’s evolving approach to business.

Measuring and Optimizing System Performance

• Continuous Performance Tracking: Post-implementation is not the end; it’s a new beginning. Monitoring the system's performance and impact on business processes is vital. Key performance indicators (KPIs) should be established to measure the system's effectiveness and ROI. For example, are win rates and deal sizes increasing? Are customers using CPQ tools on your website without contacting sales reps?
• Iterative Improvement Process: The CPQ system should be seen as a living entity, evolving and improving over time. Regular feedback sessions with users, surveys, and performance data analysis are invaluable in identifying areas for improvement. This iterative process involves fixing problems and optimizing the system for better efficiency and user experience.
• Adapting to Changing Needs: The business landscape constantly evolves, and the CPQ system must adjust accordingly. Regular reviews and live updates to the system, based on emerging business needs and technological improvements, ensure that the CPQ system remains relevant and effective.

Avoiding Common Pitfalls in CPQ Integration

Implementing CPQ software is a journey that, if navigated wisely, can significantly streamline your sales and manufacturing processes.

However, it’s certainly not without its challenges. Awareness of common pitfalls is critical to a smooth implementation.

Here are some critical missteps to avoid and strategies to overcome them:

1. Overcomplicating the User Experience

While adding numerous features to your CPQ system is tempting, restraint is crucial. The goal is to streamline and accelerate, not complicate.

Prioritize features that add real value and align with long-term goals. A complex and cluttered interface can deter users, negating the efficiency gains of CPQ.

2. Falling into the 'Lift and Shift' Trap

Merely replicating your existing sales and manufacturing processes in a new CPQ system is a missed opportunity for improvement.

This 'lift and shift' approach often leads to suboptimal functionality and a poor user experience. Instead, use the CPQ implementation as a chance to reevaluate and redesign processes.

3. The Dilemma of In-House vs. SaaS CPQ Solutions

Building custom CPQ software offers complete control but can be resource-intensive and costly. On the other hand, SaaS solutions like Epicor CPQ provide a quicker start with built-in functionalities.

The key is to assess your specific needs and capabilities. A carefully chosen SaaS CPQ tool will provide the necessary features with less time and financial investment for most businesses.

4. Underestimating the Importance of Proper Training and Support

Implementing CPQ isn’t just a technical change; it’s a shift in your team's operations. Proper training and ongoing support will ensure your team can fully leverage the new system.

Invest in comprehensive training sessions and provide continuous support to address any challenges that arise. This approach sets the path for a smooth transition and ensures that your team is confident and competent in using the new system.

5. Neglecting Data Integrity and System Integration

Data is the lifeblood of any CPQ system. Ensuring data integrity and seamless integration with other business systems is vital. Poor data quality can lead to configuration and pricing errors, undermining the CPQ system's reliability.

Prioritize data cleanliness and establish protocols for regular data audits. Additionally, ensure that the CPQ system integrates smoothly with critical business systems like CRM and ERP for a unified workflow.

In Conclusion

This guide on CPQ implementation offers a thorough overview of the process, from initial planning and team assembly through execution to post-implementation support.

It highlights the need for strategic alignment, effective team dynamics, and robust system integration, emphasizing a user-focused approach to enhance adoption and efficiency.

For those seeking a comprehensive CPQ solution, Epicor CPQ provides the industry-leading platform for companies selling complex, configurable products. To discover the capabilities of Epicor CPQ for yourself, reach out for a demo today.

FAQ

What is CPQ?

CPQ stands for configure, price, and quote. It’s a sales tool that helps companies quickly and accurately generate quotes for orders.

Is CPQ integration complex?

CPQ implementation can be complex, but robust SaaS solutions like Epicor CPQ vastly simplify the process. Epicor CPQ connects seamlessly to other business systems, such as ERP, CRM, and CAD, to create an automated pipeline that bridges sales and manufacturing.

How does CPQ differ from traditional quoting methods?

Traditional quoting methods often involve manually calculating a product’s cost. For complex or customizable products, this is time-consuming and error-prone. CPQ billing automates these processes, boosting the accuracy and speed of product quoting. This is particularly impactful for companies handling complex, customizable products.

How does CPQ improve the sales process?

CPQ software automates the quoting process, ensuring accuracy and efficiency. It reduces errors, accelerates quote generation, and allows sales teams to respond quickly to customer inquiries, improving overall sales performance and reducing operational costs.

How does Salesforce CPQ implementation enhance sales processes across different industries?

Salesforce CPQ provides a solid foundation for managing basic product configurations and quotes. Integration with Salesforce CRM and Revenue Cloud streamlines the sales process.

For companies selling customizable products with many options, advanced CPQ software with 3D visualization lets customers see personalized versions of the products during purchase. This interactivity can get customers more engaged and likely to buy when products are complex.

What benefits do Salesforce Configure, Price, Quote (CPQ) services offer to a sales team?

Salesforce CPQ services, including consulting and managed services, equip sales teams with a comprehensive CPQ solution. Salesforce integration with Salesforce Sales Cloud and Service Cloud helps manage sales and customer service.

However, Salesforce CPQ lacks the depth of detail required for more complex, customizable products. It also lacks a 3D visual front-end—which is essential for increasing sales conversion rates—and is missing key features such as augmented reality (AR).

How does integrating Salesforce Billing with CPQ impact the sales process?

Integrating Salesforce Billing with CPQ streamlines the billing process when you collect orders with CPQ. It enables businesses to manage invoices for products designed with their CPQ system and log the information in their accounting systems.

What role does Salesforce AppExchange play in customizing CPQ solutions?

Salesforce AppExchange offers a range of CPQ tools and applications, allowing businesses to customize their CPQ solution and expand their capabilities. A Salesforce developer or Salesforce consultant can help maximize the success rate of this process and streamline integration with existing Salesforce platforms like Salesforce Revenue Cloud and Salesforce Service Cloud.